Feedback thread for the official LH Lurker(s), LufthansaGermanAirlines
Apr 12, 2023, 6:29 am
#2866
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
I am sorry to hear you are still waiting for a solution to your claim. Please write me your feedback ID, so I can follow up internally for you.
Kind regards,
Tania
Apr 12, 2023, 6:30 am
#2867
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Dear Lufthansa Team,
I'm having a problem with Miles & More: I was planning to travel FRA-EWR on LH 402 on 24 January 2023, returning from JFK to FRA on 28 January 2023 on LH 401. All flights were booked in coach and I used an upgrade voucher to upgrade to PE for LH 402 and miles to upgrade to business class for LH 401. Unfortunately, I had to cancel the ticket on short notice due to a change in travel plan. Since then, I've been waiting for the upgrade certificate and the miles to be re-instated to my account, a process which I understood should be automatic. I called Miles&More in Germany several times and they provided a case number (#02121620), but so far nothing else has happened, however, I found the following information in my online account:
Screenshot from my Miles&More account
As I have already called several times without any success, could you please advise me on what steps to take in order to get my upgrade certificate and the miles back?
I'm having a problem with Miles & More: I was planning to travel FRA-EWR on LH 402 on 24 January 2023, returning from JFK to FRA on 28 January 2023 on LH 401. All flights were booked in coach and I used an upgrade voucher to upgrade to PE for LH 402 and miles to upgrade to business class for LH 401. Unfortunately, I had to cancel the ticket on short notice due to a change in travel plan. Since then, I've been waiting for the upgrade certificate and the miles to be re-instated to my account, a process which I understood should be automatic. I called Miles&More in Germany several times and they provided a case number (#02121620), but so far nothing else has happened, however, I found the following information in my online account:
Screenshot from my Miles&More account
As I have already called several times without any success, could you please advise me on what steps to take in order to get my upgrade certificate and the miles back?
sorry to hear about the difficulties. Please PM me your full name, your Miles & More card number & also which booking it was exactly. I will then forward your request to my colleagues for internal review.
Kind regards,
Tania
Apr 12, 2023, 7:06 am
#2868
Join Date: Dec 2007
Posts: 111
Apr 13, 2023, 7:44 am
#2869
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Apr 13, 2023, 10:40 am
#2870
Join Date: Dec 2007
Posts: 111
Wires/ACH transfers process same day or next day. Anyone would think we were negotiating a payout for 6M not 600 euros. Tell me the wire identification number.
Apr 14, 2023, 5:11 am
#2871
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Hello frugaltraveler10012,
please get back to Customer Relations and ask them directly for the transaction number. On Flyertalk, I am not able to provide you with this detail, sorry.
Best regards,
Jens
Apr 14, 2023, 5:35 am
#2872
Join Date: Dec 2007
Posts: 111
On October 2022 I was told the wire would be arriving in a few days and no wire has arrived. Since then I have followed up 7 times asking when I will receive the wire/payment. Why don't you follow up with them as they are ignoring me?
Apr 17, 2023, 4:34 am
#2873
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
I am sorry to hear you are still waiting for your refund and understand your frustration at this point. As previously advised by my colleague Jens, please cross-check this with Customer Relations as they are the correct point of contact for this.
Kind regards
Jasmin
Apr 20, 2023, 8:10 pm
#2874
Join Date: Nov 2004
Location: SEA
Programs: UA 1P 1MM, Marriott Platinum, Hyatt Discoverist
Posts: 629
A quick note to say thanks for forwarding the inquiry to LH customer relations. I received an email from them last week saying they’ve reopened the case and agreed to reimburse the travel expenses that were incurred due to delayed baggage. The funds were received today in the account so at least that aspect is finally resolved.
samplat
Apr 21, 2023, 8:31 am
#2875
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Hello Birgit and LH lurkers,
A quick note to say thanks for forwarding the inquiry to LH customer relations. I received an email from them last week saying they’ve reopened the case and agreed to reimburse the travel expenses that were incurred due to delayed baggage. The funds were received today in the account so at least that aspect is finally resolved.
samplat
A quick note to say thanks for forwarding the inquiry to LH customer relations. I received an email from them last week saying they’ve reopened the case and agreed to reimburse the travel expenses that were incurred due to delayed baggage. The funds were received today in the account so at least that aspect is finally resolved.
samplat
thank you for the update on your request. It's always great to read when we were able to help!
Wishing you a great weekend,
Tania
Apr 24, 2023, 2:42 pm
#2876
Join Date: Aug 2012
Location: Brussels
Programs: LH Senator
Posts: 47
Miles and more ignoring questions
Dear LHCould you please remind M&M team that questions are supposed to be answered?
I think 3 months is not acceptable
1GN-NP3-MNV 26 January 2023
And again same question
1GS-9H1-VGR 24 March 2023
Thank you!
I think 3 months is not acceptable
1GN-NP3-MNV 26 January 2023
And again same question
1GS-9H1-VGR 24 March 2023
Thank you!
Apr 26, 2023, 3:41 am
#2877
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
while I understand the frustration, and am willing to have those questions followed up for you, we are unable to retrieve those IDs. Which channel have you used to forward your claim to, Miles&More's online feedback form? Kindly answer us via DM and, preferrably, send your question there, so we have a better understanding.
Thanks, Katharina
Apr 29, 2023, 11:52 am
#2878
Join Date: Jul 2010
Location: GOT
Posts: 1,168
For the record the Lufthansa Flyertalk team did help me resolve a long running issue where the official channels where borderline stonewalling me.
So while these things are always frustrating, keep it courteous and productive, realize this is an extra service afforded to us that we are somewhat privieieged to.
So while these things are always frustrating, keep it courteous and productive, realize this is an extra service afforded to us that we are somewhat privieieged to.
May 2, 2023, 1:50 pm
#2879
Join Date: Sep 2001
Location: UK. BAEC AAdvantage
Programs: Mucci Des Oeufs Brouilles et des Canards
Posts: 3,671
Hi.
I was caught up in the Frankfurt cancelations last December. I was to fly from LCY-FRA-SIN and onto Australia with SQ to BNE. We had paid seat reservations in Y on the FRA-SIN leg. I had to go to the airport to get rebooked (5hrs standing in line) as the chat failed on a number of occasions and when I did get through (when I was 4 from the head of the queue, the chat person said there wasn't any flights available and then disconnected before I could reply. The counter staff got us rebooked 4 days later out of LHR on SQ but via SYD and with JQ to BNE. We were offered 4 nights accommodation at a Heathrow hotel and a taxi, but opted to save Lufthansa money by staying at home and we were told we could get a taxi reimbursed. It was an early morning Sunday flight so public transport wasn't an option.
I put 2 claims in, one for EU261 as there was no mention of weather being the reason for cancellation in the email or text I received. Also the BA flight to FRA left while we were all queueing. The 2nd claim was for the refund of the 2 Y seat fees and the taxi. I got a reply on the first case number within a few days. Standard text, bad weather. Tough. I chased the other claim, after forgetting about it for a few months, and got a reply saying we've already told you that we're not paying. I replied back saying you hadn't read my claim and the website clearly states seat fees would be repaid for cancellations. The taxi I believe falls under duty of care. I got another standard cut and paste email that did not address any of the issues I highlighted. I have asked for contact details to raise an official complaint but I've not had a response back.
This is a really disappointing epilogue to the trip as the return sectors on LH SIN-MUN-LHR were better than expected. The food was good (breakfast could have been a little more substantial on a 13 hour flight) and the seating comfortable - we did pay for extra leg room again which may make a difference. The transfer at MUN was very smooth. The only shame was that it wasn't back to LCY to save the trip cross town.
I don't know if they have mixed up the claims or are just waiting to see if I'll go away, but I won't. I'm trying all avenues before going down the MCOL route. Any assistance appreciated.
I was caught up in the Frankfurt cancelations last December. I was to fly from LCY-FRA-SIN and onto Australia with SQ to BNE. We had paid seat reservations in Y on the FRA-SIN leg. I had to go to the airport to get rebooked (5hrs standing in line) as the chat failed on a number of occasions and when I did get through (when I was 4 from the head of the queue, the chat person said there wasn't any flights available and then disconnected before I could reply. The counter staff got us rebooked 4 days later out of LHR on SQ but via SYD and with JQ to BNE. We were offered 4 nights accommodation at a Heathrow hotel and a taxi, but opted to save Lufthansa money by staying at home and we were told we could get a taxi reimbursed. It was an early morning Sunday flight so public transport wasn't an option.
I put 2 claims in, one for EU261 as there was no mention of weather being the reason for cancellation in the email or text I received. Also the BA flight to FRA left while we were all queueing. The 2nd claim was for the refund of the 2 Y seat fees and the taxi. I got a reply on the first case number within a few days. Standard text, bad weather. Tough. I chased the other claim, after forgetting about it for a few months, and got a reply saying we've already told you that we're not paying. I replied back saying you hadn't read my claim and the website clearly states seat fees would be repaid for cancellations. The taxi I believe falls under duty of care. I got another standard cut and paste email that did not address any of the issues I highlighted. I have asked for contact details to raise an official complaint but I've not had a response back.
This is a really disappointing epilogue to the trip as the return sectors on LH SIN-MUN-LHR were better than expected. The food was good (breakfast could have been a little more substantial on a 13 hour flight) and the seating comfortable - we did pay for extra leg room again which may make a difference. The transfer at MUN was very smooth. The only shame was that it wasn't back to LCY to save the trip cross town.
I don't know if they have mixed up the claims or are just waiting to see if I'll go away, but I won't. I'm trying all avenues before going down the MCOL route. Any assistance appreciated.
May 3, 2023, 5:44 am
#2880
Company Representative - Lufthansa Airlines
Join Date: Aug 2012
Posts: 1,261
Hi.
I was caught up in the Frankfurt cancelations last December. I was to fly from LCY-FRA-SIN and onto Australia with SQ to BNE. We had paid seat reservations in Y on the FRA-SIN leg. I had to go to the airport to get rebooked (5hrs standing in line) as the chat failed on a number of occasions and when I did get through (when I was 4 from the head of the queue, the chat person said there wasn't any flights available and then disconnected before I could reply. The counter staff got us rebooked 4 days later out of LHR on SQ but via SYD and with JQ to BNE. We were offered 4 nights accommodation at a Heathrow hotel and a taxi, but opted to save Lufthansa money by staying at home and we were told we could get a taxi reimbursed. It was an early morning Sunday flight so public transport wasn't an option.
I put 2 claims in, one for EU261 as there was no mention of weather being the reason for cancellation in the email or text I received. Also the BA flight to FRA left while we were all queueing. The 2nd claim was for the refund of the 2 Y seat fees and the taxi. I got a reply on the first case number within a few days. Standard text, bad weather. Tough. I chased the other claim, after forgetting about it for a few months, and got a reply saying we've already told you that we're not paying. I replied back saying you hadn't read my claim and the website clearly states seat fees would be repaid for cancellations. The taxi I believe falls under duty of care. I got another standard cut and paste email that did not address any of the issues I highlighted. I have asked for contact details to raise an official complaint but I've not had a response back.
This is a really disappointing epilogue to the trip as the return sectors on LH SIN-MUN-LHR were better than expected. The food was good (breakfast could have been a little more substantial on a 13 hour flight) and the seating comfortable - we did pay for extra leg room again which may make a difference. The transfer at MUN was very smooth. The only shame was that it wasn't back to LCY to save the trip cross town.
I don't know if they have mixed up the claims or are just waiting to see if I'll go away, but I won't. I'm trying all avenues before going down the MCOL route. Any assistance appreciated.
I was caught up in the Frankfurt cancelations last December. I was to fly from LCY-FRA-SIN and onto Australia with SQ to BNE. We had paid seat reservations in Y on the FRA-SIN leg. I had to go to the airport to get rebooked (5hrs standing in line) as the chat failed on a number of occasions and when I did get through (when I was 4 from the head of the queue, the chat person said there wasn't any flights available and then disconnected before I could reply. The counter staff got us rebooked 4 days later out of LHR on SQ but via SYD and with JQ to BNE. We were offered 4 nights accommodation at a Heathrow hotel and a taxi, but opted to save Lufthansa money by staying at home and we were told we could get a taxi reimbursed. It was an early morning Sunday flight so public transport wasn't an option.
I put 2 claims in, one for EU261 as there was no mention of weather being the reason for cancellation in the email or text I received. Also the BA flight to FRA left while we were all queueing. The 2nd claim was for the refund of the 2 Y seat fees and the taxi. I got a reply on the first case number within a few days. Standard text, bad weather. Tough. I chased the other claim, after forgetting about it for a few months, and got a reply saying we've already told you that we're not paying. I replied back saying you hadn't read my claim and the website clearly states seat fees would be repaid for cancellations. The taxi I believe falls under duty of care. I got another standard cut and paste email that did not address any of the issues I highlighted. I have asked for contact details to raise an official complaint but I've not had a response back.
This is a really disappointing epilogue to the trip as the return sectors on LH SIN-MUN-LHR were better than expected. The food was good (breakfast could have been a little more substantial on a 13 hour flight) and the seating comfortable - we did pay for extra leg room again which may make a difference. The transfer at MUN was very smooth. The only shame was that it wasn't back to LCY to save the trip cross town.
I don't know if they have mixed up the claims or are just waiting to see if I'll go away, but I won't. I'm trying all avenues before going down the MCOL route. Any assistance appreciated.
it does indeed sound that you've been quite unfortunate with both your (outbound-) journey being affected by a flight cancellation and the processing of your claims. Like you, I assume that the denial of your request for the reimbursement of taxi costs, possibly, was the result of a mix-up, just as you are, of course, entitled to receive a refund for paid seating fees. Kindly send us your Feedback ID in your reply and we will make sure to forward the case internally to have it reviewed. I apologize for the caused upset and delayed handling.
Thanks,
Katharina